Arti Kumar

Regularly oversee and lead complex programs across various business units, ensuring the delivery of strategic initiatives that drive the business forward. Managing the entire lifecycle of programs, from inception through execution to completion, with a strong focus on strategic planning, simplification and optimization, IT security, transition and transformation, mergers and acquisitions, sourcing, and contract negotiations.

• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Built teams to address project goals and objectives for multiple projects.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Implemented risk management strategies to mitigate potential barriers to project success.
• Developed strategic plans, setting clear objectives and achievable milestones for the team.
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Participated in pilot tests and revised programs based on feedback and results.
• Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.

Specialisation : Majorly working in IT Security and GRC projects, Transitions and Transformation projects, Real Estate management , Mergers and Acquisition projects , Operations and simplification projects, Software development and implementation projects and strategic projects.

• Project Planning.
• Resource Management.
• Time Management.
• Budget Management.
• Risk Management.
• Stakeholder Communication.
• Quality Assurance.
• Team Leadership and Management.
• Documentation and Reporting.
• Change Management.
• Closure and Evaluation.

Played a critical role in ensuring that IT projects are successfully planned, executed, and delivered, while managing resources, risks, budgets, and stakeholder expectations effectively throughout the project lifecycle.

• Led the implementation effective IT strategy to meet company infrastructure demands.
• Mentored and motivated IT teams to support key business objective delivery.
• Created and delivered tailored roadmaps, enhancing company technical capabilities and performance levels.
• Coordinated resources to deliver excellent business and customer services.

• Certified KCS v6 Trainer and Professional for Ericsson.
• Developing Knowledge Management Strategy.
• Implementing Knowledge-Centered Services.
• Knowledge Capture and Creation.
• Knowledge Base Management.
• Knowledge Validation and Quality assurance.
• Vendor Metrics and Performance Reporting.
• Continuous Improvement.
• Collaboration and Stakeholder Engagement.
• Played a crucial role in driving the strategic implementation and management of knowledge management practices within an organization, aiming to improve efficiency, effectiveness, and customer satisfaction through the systematic creation, sharing, and use of knowledge assets.
• Trained, coached and mentored consultants to increase team productivity.
• Helped with enhancing existing programmes by conceptualising, developing and implementing strategic and value-adding components.
• Acted as thought leader in anticipating changing industry trends and refining and creating programmes to keep pace.
• Represented organisation in industry networking events and professional associations to develop client relationships and industry presence.

• Incident Coordination and Response.
• Incident Assessment and Prioritization.
• Communication Management.
• Resource Management.
• Escalation and Decision Making.
• Documentation and Reporting.
• Incident Recovery and Resolution.
• Post-Incident Review and Improvement.
• Played a pivotal role in ensuring that organizations can effectively respond to and recover from significant incidents, minimizing disruption to business operations and maintaining stakeholder confidence through clear communication and decisive action.

First Point of Contact: Serve as the initial point of contact for users seeking technical assistance over the phone, email, or through ticketing system.

Incident Management: Log all incidents and service requests, categorize and prioritize them based on impact and urgency, and escalate where necessary to ensure timely resolution.

Problem Identification and Diagnosis: Perform initial diagnosis, troubleshooting, and resolution of incidents related to hardware, software, and network issues.

Technical Support: Provide technical support and guidance to users on hardware and software issues, including installation, configuration, and maintenance of desktops, laptops, printers, and mobile devices.

User Administration: Manage user accounts, permissions, and access rights in accordance with policies and procedures.

Documentation and Knowledge Management: Maintain accurate records of incidents and service requests, documenting resolutions and updating knowledge base articles for future reference.

Communication: Keep users informed about the status of their incidents and service requests, providing timely updates until resolution.

Service Level Agreement (SLA) Compliance: Adhere to SLAs for incident response and resolution times, ensuring service quality and customer satisfaction.

Continuous Improvement: Identify recurring issues and opportunities for service improvement, recommending solutions and participating in projects to enhance service delivery.

User Training and Education: Conduct user training sessions and create user guides to promote self-service and reduce support requests.